Developing a Tool to Measure Client Satisfaction and Protection

Alalay sa Kaunlaran, Inc. (ASKI), a Philippine microfinance institution (MFI) and staunch advocate of Social Performance Management, embarked on a project ‘Towards SPM Excellence’ with Opportunity International Australia and MicroSave to strengthen its capacity to use social performance information in decision making and thereby intensify its accountability to the mission. In 2014, ASKI received technical assistance and embarked on translating its mission and social goals into social objectives with a set of SP indicators and targets.

Listening to clients has been one of the hallmarks of ASKI which has always been a client focused MFI. During this technical support phase, ASKI adopted the Client Satisfaction and Protection Survey (CSPS) which would enable it to understand the needs and preferences of the clients in a better way. This technical note highlights how ASKI went about piloting the CSPS. The note also brings out the lessons learnt by ASKI in this pilot and how such a tool can be an effective management tool in understanding and serving clients in a better way.